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CHAGEE

Global fresh milk tea franchise

Head of User Operations

Business OperationsConfirmed live in the last 24 hours
Full-timeBangkok, ThailandNo salary listedIn-person

About the Job

Requirements

  • A minimum of 7–10 years of experience in operations, customer experience, or eCommerce/digital roles, preferably within F&B, retail, or tech-driven environments.
  • A proven track record in managing cross-functional teams and implementing scalable customer experience strategies.
  • Strong analytical and strategic thinking skills; experience with data analytics platforms is a plus.
  • Hands-on experience with digital platforms, delivery operations, and direct-to-consumer models.
  • A bachelor's degree in Business, Operations, or a related field. A master's degree is a plus.
  • Fluency in Thai and English.

Responsibilities

  • Develop and lead the overall User Operations strategy, aligning online-to-offline and direct-to-consumer initiatives with broader company goals.
  • Translate customer and market insights into operational strategies that drive growth, efficiency, and retention.
  • Supervise and mentor the online-to-offline Manager and direct-to-consumer Manager, ensuring operational targets, key performance indicators, and quality standards are met.
  • Foster synergy between the online-to-offline and direct-to-consumer functions to deliver a unified and consistent customer experience.
  • Champion customer-centric thinking across all operations, ensuring a frictionless, responsive, and personalized user experience across all touchpoints.
  • Implement frameworks for continuous feedback, improvement, and customer satisfaction.
  • Streamline and optimize end-to-end processes within online-to-offline and direct-to-consumer operations to improve efficiency, reduce cost, and enhance service quality.
  • Set and monitor key performance indicators across teams, using data-driven insights for decision-making.
  • Collaborate closely with Marketing, IT, Product, Store Operations, and Supply Chain to ensure operational alignment and drive initiatives forward.
  • Act as a central bridge between strategic planning and on-ground execution.
  • Leverage technology and data analytics to identify trends, improve operations, and guide strategic direction.
  • Oversee the integration and scaling of digital tools that support online-to-offline and direct-to-consumer initiatives.
  • Build, manage, and inspire a high-performing User Operations team.
  • Encourage innovation, accountability, and a culture of continuous improvement.
  • Stay informed on industry trends, customer expectations, and competitive benchmarks to keep the company ahead.
  • Ensure all user operations comply with relevant legal and regulatory requirements.

Desired Qualifications

  • Experience within food and beverage, retail, or tech-driven environments is preferred.
  • Experience with data analytics platforms is a plus.
  • A master's degree is a plus.

About the Company

CHAGEE

Global fresh milk tea franchise

CHAGEE is a global tea brand focused on fresh milk tea in modern teahouses. It uses a franchise model called '1+1+9+N': nine stores are tested directly before inviting unlimited franchisees, and it now operates over 6,400 teahouses worldwide. The core product blends fresh whole-leaf tea with fresh milk, supported by automated machines and a digital operations system to ensure fast, consistent service, along with transparent nutrition information for customers. The company aims to scale its model globally, maintain product quality and nutrition transparency, and become a leading global player in modern tea houses, with a Nasdaq listing under the ticker CHA.

Company size
51-200
Company stage
IPO
Headquarters
Irvine, CA
Founded
2017

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